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Ideas portal FAQ

Find, vote on and share ideas for Freshworks products. Here is how it works and what happens next.

1. Idea stages and what they mean

Every idea has a status. It shows where the idea is today.

How does an idea move from submitted to delivered?
  1. Submitted
  2. Under review
  3. Planned
  4. In development
  5. Delivered

Not every idea makes it to the end. Some stay open for votes as Future consideration. Others are Closed.

You get an email each time the status of an idea you posted, voted on or subscribed to changes.

What does each status mean?
Submitted
We received the idea. It is open for votes and comments.
Under review
Product is looking at the idea.
Planned
The idea is on the roadmap. We have not started building it yet.
In development
Our teams are building it. We expect to release it within 12 months.
Delivered
The idea is live in the product.
Future consideration
We are not planning it now, but it stays open. Votes help us see if demand grows.
Closed
We are not taking this idea forward. See "Why was my idea closed?" below.
Does Planned mean a release date?

No. Planned means the idea is on the roadmap. Timing can change as priorities change. We update the status when work starts and when the idea ships.

2. The basics: from your idea to our answer

Six questions most people ask before they post.

What is an idea?

An idea is a request for a feature or improvement that is not in the product today.

Something broken? That is a bug. Please contact Support so they can help you.

Should I search before I post?

Yes. If a similar idea exists, vote and comment on it instead of adding a new one. Duplicate ideas split the votes, so no single idea shows how many people want it.

How do I submit an idea?
  1. Search. Choose Submit an idea and type a title. Similar ideas appear. Vote on one if it matches.
  2. Describe. Tell us the task you are trying to do and what gets in your way today.
  3. Add context. Pick the product area and tell us how much this affects your team. Add a screenshot if it helps.
  4. Submit. Your idea shows as Submitted.
How will I hear back?

You get an email when the status of your idea changes. To follow an idea you did not post, subscribe to it.

Why was my idea closed?

An idea can be closed for one of these reasons:

  • Merged. A similar idea exists. Your votes move to it.
  • Bug. It is something to fix, not a new request. Contact Support for help.
  • Retired. It no longer fits the product.
  • Already available. The product can do this today.
  • Not planned. We have no plans to build it.

Closed ideas stay searchable, so you can still read the comments.

3. Find ideas and share your thoughts

The quickest way to make an impact is to back an idea that already exists.

How do I find an existing idea?
  • Use the search bar on the Ideas page. Try two or three keywords.
  • Filter by product, so you only see ideas for the product you use.
  • Filter by status to see what is Planned or In development.
  • Sort by votes to see the most requested ideas first.
How do I vote on an idea?

Open the idea and select the vote button. Voting shows us which ideas matter to you. You need to be signed in to vote.

How do I add a comment?

Open the idea and add your comment. The most useful comments say:

  • What you are trying to do.
  • What stops you today.
  • How you work around it, if you do.

"I agree" helps less than a short example from your own work.

How do I follow an idea?

Select Subscribe on the idea. You get an email when the status changes or when someone replies.

I could not find my idea. What now?

Submit a new one. Use a clear title and describe the problem, not only the solution. Then we can see what you need, even if there is more than one way to solve it.

Have a bug or a question about how a feature works? Contact Support instead.

Ideas Status Pipeline

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8948 Ideas

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Contributor
dstevenContributor

Show rule actions in the activities sectionClosed

Any actions performed by Rules don't show in the Activities section.Now I don't think every possible action should be logged there, because you can create actions that do alot of things, that if you did them manually, would not show up in activitiesBut things that would should up when done manually, like changing the ticket status, replying, etc, should show up.

0
Contributor
11 years ago
Contributor
laurence.hendyContributor

Selection criteria for ChangesClosed

Can the option to filter changes be added in the same format as Tickets i.e. the filter menu on the left, Currently I cant see a way to filter Changes by agent or group?Laurence

3
Contributor
11 years ago
Contributor
alessio.fattoriniContributor

Edit Ticket Subject with a double clickClosed

Often our customers badly choose their ticket subject, then we have to modify it frequently. Modify a subject involves:* click on others* click on modify (wait 1/2 seconds)* modify* scroll on the bottom and click on updateAnd it's not easy while I'm replying to a ticket.Can you permit to modify the subeject with a double click on the subject directly the ticket page?I saw similar requests already posted:https://support.freshdesk.com/support/discussions/topics/301630https://support.freshdesk.com/support/discussions/topics/296091

2
Contributor
11 years ago
Contributor
dstevenContributor

improve the "Add CI's" dialogsClosed

The "Add CI's" dialog shows up in each ticket, problem, change, and release.It looks like thisI find it difficult to use in the following ways: finding the appropriate CI since there are so many default (and unchangeable) categories.  The search only searches in the category you've selected. Searching works a little better when you pick the top most category in a hierarchy, but tt's not immediately obvious which category is the top most. However, there's another dialog for associating CIs that works a lot quicker. this shows up when: creating/linking a new problem from a ticket,  creating/linking a new change from aticket creating/linking a new change from a problem,  creating/linking a new release from a change, It looks like this: With this you can very quickly starting typing the CI and find it. It's so easy! Several ideas on how to improve the "Add CIs" functions Make the current search box search all items, not just the category you've selected. Add something like the "Add CIs" search box on the create and link screen.

0
Contributor
11 years ago
Contributor
alex_11649Contributor

FreshDesk / FreshService FeaturesClosed

Hi, We are currently changing service desks and came across FreshService and FreshDesk. We will need FreshService as it has the asset management feature included however there are features in FreshDesk we would like to see in FreshService - I am surprised they are not already. Just wondering is there any chance these may be added in future? Customers instead of Departments (mainly associating domain names to different customers). Integrated Live ChatIntegrated Phone SupportAdding any other fields to do with customers e.g. Customer A may have 3 different sites, if we could record each site that would be most useful. Can we customise the ticket screen to include the Department? Can we filter the Asset Screen to Departments (I know there is a search option but that isn't as ideal as a filter option would be)Mass import of assets using the API? Other than that, its an awesome product!!Thanks,

28
11 years ago
Contributor
yishaiContributor

Support to RTL languages(Hebrew) in exported ticketsClosed

When exporting tickets I get a csv file where if I have tickets in Hebrew the subject and description is corrupted.

0
Contributor
11 years ago
Apprentice
lharrisApprentice

external email address bookClosed

when forwarding a ticket to an external email address (to a resource that is not in the Freshdesk system) you have to enter the email address every time.  It would be very beneficial if there was either an integrated address book that would automatically save these addresses, or that the addresses can be entered or even if it linked to the address books in Outlook.

0
Apprentice
11 years ago
Apprentice
lharrisApprentice

Tickets- Fly out menuClosed

When viewing a ticket the Ticket menu item should be a fly over menu with a drop down listing your filters.  As it is now you have to click on Tickets and then change to the filter you want to view.  This is 2 extra clicks each and every time.

0
Apprentice
11 years ago
Apprentice
michael.wilkinsonApprentice

Stop Emails On Bulk UpdateClosed

It would be nice to be able to 'turn off' emails when running a bulk update on requests... We just spammed ourselves by accident!

0
Apprentice
11 years ago
Apprentice
michael.wApprentice

Forums|Ideas. "Marked As" values to be editable. eg I'd like to add "Gathering Feedback" to posted ideas.Closed

The current "Marked As" values available in Forums|Ideas are quite good  (eg Planned, Not Taken, Implemented etc).  However we'd like to be able to edit these values.If not possible, we'd really like another value called "Gathering Feedback" which really does represent what we are doing in an Ideas Forum.  Some users have a good suggestion/idea but its not quite clear how valuable it is and exactly how it should be implemented when considering the "law of unintended consequences" etc.

3
11 years ago
Contributor
mark.heyworthContributor

Mark tickets as FTRClosed

I have set targets for my agents to achieve a certain percentage of FCRs. On quite a surprising number of occasions we get a response to a resolved ticket just saying "Thanks" or "It is working now". This prevents the ticket from being shown as an FCR, even though in reality it was resolved and needs no further action. It would be good to be able to mark these tickets as FCR, preferably with permissions so that this function can be only available to managers. This would mean that the reporting gave a more accurate representation of the facts.ThanksMark

6
11 years ago
Contributor
escallinContributor

Supervisor Action to assign specific SLAClosed

In the Supervisor, there should be an action to assign a specific SLA.  In our business, we define different SLA's depending on the nature of the issue (hardware, software, purchase required, etc).

2
11 years ago
Apprentice
jenna_jeremiciuteApprentice

SLA time - ability to set up any time necessaryClosed

Our company SLA times start at 10 min. (for Urgent tickets), therefore 30 min. is way too long. We would also use 40-55 min. for other SLA times but unfortunately cannot do so. Would be perfect if it was possible to set up any time with no set limits. This would help many of your future customers as well, I am sure.Please consider.Thank you,Jen

2
11 years ago
Contributor
dferberContributor

Show who created a ticketClosed

When our help desk staff receive a call and enter the ticket for the user it show that the user created the ticket but not who actually created the ticket for the user. We'd like to be able to see the agent name that created the ticket also.  Currently we're doing it manually but it's kind of a pain and it doesn't show in the dashboard.In the dashboard it should say something like:{agentname} submitted a new ticket on behalf of {Username} or{username} submitted a new ticket (entered by {agentname}On the ticket page it could show something like:{username} reported x minutes ago (Thu, Jun 27 at 8:25 AM) via Phone to {agentname}

19
11 years ago
Apprentice
adam.altounyanApprentice

Apply scenario automation to multiple ticketsClosed

From the Tickets overview, be able to select multiple tickets, and then apply a scenario automation to them. ie. Several tickets get raised due to a major fault, rather than replying to each one, or going into each ticket to do the scenario automation, you can just select the tickets and from the toolbar, select a Scenario Automation.

0
Apprentice
11 years ago
Contributor
jsohnContributor

Feedback on new Google Calendar integrationClosed

I turned it on yesterday as soon as I saw the blog post. Our clients are often scheduling calls with us to discuss their issues and this seemed like a great idea. Handy, but it needs work: 1. The calendar entry should invite the customer/client. If I'm attaching a meeting to a ticket, it's because I'm meeting with the person on the ticket. It wasn't valuable to me to a, create the meeting in Freshdesk then b, copy the email address of the customer then c, open the meeting in Google Calendar, edit it and invite the customer. Did I miss something? 2. The calendar entry included a whole bunch of HTML code from the page in Freshdesk. Which of course I had to edit out before sending the invite to the customer. You can't display a website in Google Calendar detail (text only) so this information shouldn't be passed through. Great idea though and I'd love to see it improve. Thanks!!

2
11 years ago
Apprentice
oscarApprentice

Translate datesClosed

Only thing holding us back from Freshdesk is this line, that's beeing added to every response in the emails: "On Sun, 17 Aug at 4:03 pm , xxx <xyz@xyz.com> wrote:"Can you implement a feature where that can be removed and/ or that we can translate that ourselves. Not very serious to mix our communication language (Swedish) with English in the same emailRegards

1
11 years ago
Apprentice
drobinsonApprentice

Notify assigned Problem/Change/Release agent of new notesClosed

Hello! I've noticed that if an agent responds to a Problem, Change, or Release note via email, the note is successfully added to the record. However, it doesn't seem to notify the assigned agent that a new note has been added. The assigned agent has to manually check on their Problems/Changes/Releases to see if there have been any new notes added. (Or, the agent entering a note via email has to CC the agent's email address. Either way, not ideal.)Also, in trying to figure out a workaround for this, I discovered that there is no way to create an Observer rule (for Problem/Change/Release) where the trigger is "new note is entered". Could that be added?Thanks for your consideration and help!

0
Apprentice
11 years ago
Apprentice
rick.davisApprentice

Export Agent names and User GroupClosed

Hello, I am looking for best practice on exporting my agents and agents listed in assignment groups for audit. This extract will allow me to veiw and audit agent profile and groups as needed.

0
Apprentice
11 years ago
Apprentice
c.edwardsApprentice

ETA on FreshplugsClosed

When are freshplugs going to arrive on Freshservice?

1
11 years ago
Contributor
urbanContributor

Categorizing tickets to groups by requester's companyClosed

Hi, in our customer service department are particular customers assigned to particular work groups. How can I do it in freshdesk? When I receive ticket from specific customer I would like to assign his request to particular agent or group.I have managed to set it up in Zendesk easily, but I can not find it out in freshdesk.

6
Contributor
11 years ago
Contributor
michaelrContributor

Better right-to-left language supportClosed

Hey,I was wondering, is there a future plan to better support right-to-left languages? The current text editor (e.g. in the solutions section) offers a right-alignment option, but since the writing direction doesn't actually change, we have a hard time composing articles in Hebrew; The punctuation marks are reversed and writing an english word in the middle of the sentence, masses up the order of the whole sentence. Since we're based in Israel, we would obviously need to write the articles, tickets/comments themselves in Hebrew, but still have english phrases for describing things like paths, menu items, etc.For now in the Solutions section we are attaching PDF files instead of using the built-in text editor, and with comments we have to respond via e-mail only.. So it's not like we can't work, but we don't get the benefit (full features) of Freshservice, and it's a bit difficult to work around. if this is something that could go into your future plans, I would love to see it fixed. Thanks,Michael

1
11 years ago
Contributor
jan.biedkaContributor

Trigger based on ticket amountClosed

Is there anyway to trigger action based on amount of tickets assigned to group or agent?For example I think agent group is overloaded and after 20 issues I would like to move issues to a different group? Can this be done?

0
Contributor
11 years ago
Contributor
todd.searlsContributor

Allow Solutions to be 'grouped' and give groups to CompaniesClosed

We run a healthcare IT consulting company and we have setup a number of different kb Solutions in their appropriate Solution Categories. Given the diversity of our client base (hospitals, clinics, nursing homes, etc), though, we would like to see Freshdesk give us the ability to assign a 'Group' to several of our Solution Categories.  And then allow us to assign that 'Group' to their appropriate Companies when we create the Company at signup.  So for instance, I could create a Solution Category for each of the 50 States (due to the unique healthcare laws of each state), 11 hospital Solution Categories, 12 clinic Solution Categories, 5 nursing home Solution Categories, and 4 general Solution Categories (with dozens of KB articles in each Solution Category).  Then, instead of having to assign 200+ Companies to all of these individual KB articles/folders, I would simply assign the new/existing Company to the appropriate Group(s).  Then when the company would log in to my help desk, they would only see those Solutions that they have Group membership to see.  The benefit is that instead of having to add each and every single company to each and every single KB solution that is unique to their setting/service level, I could just assign them to four or five 'Groups' at signup and make simple adjustments later if/when needed.For instance, when a client in a hospital in NE signed up, I would give them access to the General solution category Group, the NE group, and the Hospital group.  They would then see all of the applicable Solutions in the KB without my staff having to add that single company to each and every article/folder in our Solution setup.

1
11 years ago
Apprentice
marijn.vanzonApprentice

Changing the requester also wrongfully changes the initial senderClosed

Hi,When we change the requester of a ticket so that they get the mail notifications about the ticket, the initial message in the ticket suddenly seems to have come from the new requester, instead of the original one. This is quite misleading, the initial message should always show the name of the person who sent it like with any other reply, and not use the requester's credentials. Also since ticket changes are not logged in the activity log it has the issue that when the initial message didn't contain a signature of some sort identifying the sender it becomes impossible to know who submitted the original ticket.Sincerely,Marijn van Zon.

0
Apprentice
11 years ago
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This ideas board reflects customer feedback and our current thinking, and is provided for informational purposes only. Roadmap decisions, including AI-related capabilities, are influenced by many inputs beyond customer votes, such as technical feasibility, security, compliance, and market conditions. They are subject to change without notice. Idea status labels (such as “Under Review” or “Planned”) do not constitute a commitment, promise, or legal obligation to deliver any feature, functionality, or timeline, and are not part of any agreement with Freshworks. Development and release of any product or feature remain at Freshworks’ sole discretion.

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